Remote & Technical Support Specialist Lead H&AM DACH

Job Opportunity At Philips

In this position, you have the opportunity to actively shape the service quality for our customers and make a direct contribution to customer satisfaction and business success through excellent operational execution. You will lead an engaged team and foster close cooperation to achieve strong results together. The challenge of the position lies in ensuring smooth service delivery under complex conditions. You will be responsible for the following themes:

• Leadership of a medium-sized team (approx. 10-15 employees)
• Overall responsibility for ensuring the performance of the remote service and technical escalation management for the corresponding modality in compliance with Q&R-relevant processes and guidelines as well as customer satisfaction
• Responsibility for the cost management of associated products and systems
• Continuous coaching and development of RSEs and TSS to ensure the professional support of customers, colleagues, and modality-related processes
• Entry point for all strategic remote-related customer inquiries and responsible for the technical escalation management of the corresponding modality(ies)
• Implementation and, if necessary, localization of global and/or local remote initiatives
• Leadership and coordination of remote projects within the modality(ies)
• Responsibility for the execution of the remote-associated process and achievement of relevant operational KPIs in coordination with the Service Operations Manager DACH and Modality Lead H&AM International Region
• Monitoring and control of daily business through, for example, daily management and analysis of performance issues using lean tools such as problem solving
• Close coordination with various stakeholders, e.g., customers, field sales, CCC, international region to ensure optimal service delivery

You will be part of the Services & Solutions Delivery (S&SD) DACH, which is responsible for the provision and optimization of services for our customers in Germany, Austria, and Switzerland. Within S&SD, your remote team belongs to Service Operations, which manages the end-to-end service processes – from remote support to customer care center. We work closely with internal stakeholders such as Service Delivery, Customer Project Management, and modality-related business units to ensure customer-oriented, efficient, and high-quality service delivery. Together, we contribute to increasing customer satisfaction and driving digital transformation in the healthcare sector.

To be successful in this position, you need the following knowledge and experience:

• Long-term experience in the technical business of the cluster, e.g., in remote service
• Strong stakeholder management skills and professional appearance internally and externally
• Employee leadership and motivation
• Strong communication skills
• Experience in managing transformations
• Process-oriented mindset
• Team capability
• Well-founded LEAN knowledge
• Strong analytical skills (e.g., experience in working with analytics)
• Very confident use of Excel (e.g., pivot, macro, formulas) as well as the common analysis tools in the service (e.g., Qlikview, ServiceMax Reports)

Philips benefits for you:

• Attractive non-standard compensation
• Annual leave: 30 days
• Mobility: subsidized Germany ticket, leasing options for private use (bicycles, cars, smartphones, etc.)
• Philips University & Philips in Balance: diverse offers in the area of health as well as professional and personal development
• Philips pension fund: employer-financed pension provision
• Paid partner time: 2 weeks of paid time for partners in connection with the birth of a child
• Philips MyShop: discounted Philips products
• Culture: Duz culture, a paid day for voluntary work, diverse team/cultural actions (on sustainability, diversity, etc.)

About Philips: As a company for healthcare technology, Philips puts the well-being of everyone first. Every person, wherever they are on our planet, deserves first-class healthcare. The assurance of patient safety and quality is the top priority in our daily work. We believe in this and that's why we get up in the morning. Do you want to do the job of your life to improve the lives of others? Join us at Philips.